System failure and bad service

I have a 32 day savings account with FNB. I have been out if the country and wanted to withdraw my money from the 32day account since the 16th of July, internet banking system kept replying with a system failed message. With absolutely no help from FNB head office, even though I informed them about this error, I had to fly back to SA and personally go in to a FNB branch to withdraw my money with a penalty of R1600. I need to have the money in my account not later then the 18th of Aug which brings me back to the reason why I kept trying since the 16th of July. I’m not happy having to pay for a penalty that is a fault on FNB side.